Dialler Manager

Description:

Founded in 2010, GBS is a leader in innovation, performance, and customer satisfaction. We foster a culture of collaboration and excellence, driving progress through strong teamwork and partnerships. Our divisions include Talksure, an omni-channel distribution business connecting South Africans with essential financial products and services; Cubix, which offers a range of insurance and financial solutions to enhance the quality of life; and HelpMe™, a provider of comprehensive protection and risk management solutions, ensuring the safety and well-being of South Africans in times of need.

We are seeking a Dialler Manager at Talksure, who will play a key role in driving the success of our sales and customer service teams. You will be responsible for implementing advanced dialer technology, developing effective strategies to optimize productivity, and ensuring exceptional customer experiences. Your leadership will be essential in fostering growth, optimizing campaigns, and managing high-performing teams focused on dialer and lead management. This is a dynamic opportunity for someone who is ready to take on the challenge of pushing the limits of innovation and performance. As the Dialler Manager, you will lead a team of dialler analysts and administrators, overseeing the performance and efficiency of the organization’s dialler system.

Job Responsibilities:

Ensure that dial strategies are optimised to produce the best results for Talksure campaigns
• Develop dial strategy for Talksure, identifying key capabilities required
• Ensure that we make optimal use of the technology in place.
• Optimise and refine the dialler processes to ensure that the business receives the best dialler experience.
• assess alternative diallers in the market and stay on top of dialler trends
• define strategic dial roadmap to cater for Talksure's strategy and 3-5 year needs
• be the key contact and liaison point for the provider of Talksure's dialler technologies

Build dial team capabilities to support the business effectively
• analyse dialler performance and identify opportunities for improvement
• test alternative diallers to assess opportunities for capability enhancement
• build business case for alternative dialler solutions and/or resources
• work with supplier of dialler software to optimise dialler function and data provided
• advise management on best strategies to maximise use of dialler and lists available
• liaise with Data/BI to ensure correct selection of key data and list creation
• analyse the quantity and quality of leads available, planning calling patterns
• drive increased sales levels and productivity, optimising resource and KPI achievement

Run dial campaigns on a day-to-day basis, ensuring effective business operational support
• proactively manage dialler up-time and dialler / carrier issues, escalating where necessary
• ensure loading of campaign data timeously and accurately according to agreed specifications
• ensure agents are loaded to the right dialler queues timeously and accurately
• Put your customer first and ensure that the sales teams have everything they need to be successful.
• Lead Data Management: You must have experience managing lead databases, including data collection, data cleansing, and data entry. You should also be able to ensure the accuracy and completeness of the data in the lead database.
• Lead Assignment: You should be able to assign leads to agents based on their skills, experience, and availability. You should also have experience using lead distribution software and managing lead routing rules.
• Lead Conversion: You should be able to monitor lead conversion rates and identify ways to improve lead conversion rates .
• Performance Metrics: You should be able to analyze performance metrics such as lead response time, lead conversion rate, and lead quality. You should also have experience creating and presenting performance reports to senior management.
• optimise dialler in real-time in response to floor performance and campaign requirements
• report on dialler performance, providing accurate and timely dialler analysis and MI
• Engage with the IT and Infrastructure teams to ensure optimal performance and monitoring.
• make recommendations to optimise KPIs and enhance campaign success

Minimum qualifications and Experiences:

• Matric
• A relevant Diploma or Degree would be an added advantage
• A minimum of 2 years of experience managing a Dialler Team within a call center environment, along with 5 years of prior experience working with enterprise-level dialer technologies such as Vici Dial, ConnexOne, and/or Genesys.
• Solid lead management experience
• Experience with, and a solid understanding of, Business Intelligence and the role of reporting in a dialler environment would be highly advantageous.

We are committed to providing equal opportunities to all applicants from diverse backgrounds. Please note only candidates meeting the specified criteria will be considered.

NB: Thank you for choosing GBS as your employer of choice. Please note that if you do not hear from us within 14 working day, please regard your application as unsuccessful. We wish you well in your future endeavors.